Royspins Casino - Il deposito del giocatore è in ritardo.

On April 1st I made a deposit by transfer and as of today it is not in my balance. Now they are asking me to wait three more days. I request that they return it to me; I no longer want to gamble.

El 1 abril hice un deposito por transferencia y a la fecha de hoy no esta en mi saldo ahira me piden tres dias mas de espera ya solicito que me lo devuelvan ya no quiero apostar.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it's a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I'm sorry that we couldn't be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Attila

I am not a Zengo payment provider; my money has left my account and is in the cloud.

Let's not start with the idea that I'm the one who has to talk to whoever my bank told me they've given me the money; here's the proof.

Yo no zengo proveedor de pago mi dinero ha salido de mi cuenta y esta en la nube

No empecemos que tengo que ser yo el.que tienen que hablar con no se quien mi.banco me ha dicho.que ha dalifo el dinero, ahí tienen e l justificantes

They want to leave it open for a month and I can't wait a month for my money back.

Un.mes quieren dejarla abierta y no puedo esperar un mes a que me devuelvan mi dinero

I'll be without my money for a month and then they'll force me to play.

Vamos un mes me quedo sin mi dinero un mes y luego me obligarán a juga

Dear jotam1976,

Thank you very much for your reply. I'm afraid I will need more information regarding your problem. Could you please elaborate? Are you experiencing issues with a deposit that was not credited to your casino account?

Thank you in advance for your response.

Best regards,

Attila

The problem is that I've been waiting since April 1st for a deposit I made on April 21st, and it still hasn't arrived. Twenty days later, it's still not there.

El problema es que desde el 1 de abril estoy esperando.un ingreso de un depósito que hice y a 21 de abril 20 dias después no esta

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

Attached is a screenshot of the last email they sent me today, April 29th.

Adjunto pantallazo del último correo que me han enviado hoy 29 de abril

I just made a withdrawal and it hasn't been credited yet. It used to take 15 minutes, and now they say it can take 15 minutes, which smells fishy. Casino Guru won't let me file another complaint, so I'm posting this here. I expect the money to be credited immediately.

Acabo de hacer un retiro y aun no me lo han ingresado solían tardar 15 minutos y ahora dicen que pueden tardar 15 minutos ya me huele feo. Casino guru no me.permite otra queja por eso lo pongo aquí. Espro me ingresen el.dinero inmediatamente

I want to register on rgiaj but I don't want to lose that money, what can I do?

Quiero registrame n rgiaj pero no quiero perder ese dinero que puedo hacer

Response to the withdrawal of the 1000 euros

Respuesta al retiro de los 1000 euros

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

He will also be in charge of the 1000 euros

También se encargará de los 1000 euros

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Royspins Casino representative to join this conversation.

Dear Royspins Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Thank you, I would like to know if you will also take action regarding the withdrawal of the 1000 euros. Thank you.

Gracias quisiera saber si van actuar también sobre el retiro de los 1000 euros gracais

Thank you for your patience!

We would like to inform you that the client’s deposit is still under investigation. The Finance Team is currently cooperating with the payment provider in order to clarify the transaction status and locate the funds.

On 01.05.2026, the client made two withdrawal requests of €1,000 each. According to information received from the Finance Department, both transactions were processed successfully.

If the client insists that the funds have not been received, we kindly ask them to provide a full bank statement for the entire month via email for further verification.

Dear jotam1976,

Please provide the casino with the requested bank statement, and also forward it to [email protected] for review.

Please note, bank statements need to be full, showing all transactions during the time period, and unedited as downloaded from the banking software.

Sent extract

Extracto mandado

On the other hand, they have had a deposit for a month and 10 days that they still haven't credited to my account. I want them to send me a statement from April 1st to the present, just as they are requesting one from me.

Por otro lado ellos llevan un mes y 10 dias con un deposito que aun no me lo han ingresado quiero que me manden extracto desde el.dia 1 de abril hasta la fecha igual.que ellos me lo piden a mi

Dear Royspins Casino,

Would you be able to provide us with an update, after the player provided the statement?

We will be also waiting for the information and evidence concerning the mentioned deposit. We would greatly appreciate it, if you could provide it as soon as it is possible.

Thank you for your patience and for the bank statement provided.

We are pleased to inform you that the case is progressing.

The payment provider has identified the deposit in the amount of EUR 100, and the funds will be returned to the customer’s payment account.

At the same time, we are currently clarifying the details regarding the withdrawal request with the Finance Department.

Thank you for the confirmation, Royspins Casino.

We will be waiting for other updates in the case.

Thank you for your cooperation.

Good morning

Since they say they've found the 100 euros, I have to wait another month for them to return it to me.

Greetings

Buenos días

Ya que dicen que han encontrado los 100 euros que tengo que esperar otro mes para que me lo devuelvan

Saludos

Hello,

Thank you for your patience while this matter is being reviewed.

As soon as we receive any updates or relevant information from the Finance Team, we will let you know.

Dear Royspins Casino,

We would greatly appreciate it if you could provide steps leading to resolution at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Okay, fine, give him 7 more days, but they have to pay me back the 100 euros. It's outrageous that they say they've found him and they haven't deposited the money.

Pero bueno vale que le.den 7 dias mas pero que me abonen los 100 euros. Es que es muy fuerte dicen que lo.han encontrado y no me lo ingresa

Now they tell me another department is handling it, but they won't give it back to me.

ahora me salen con esto que lo lleva otro departamento pero no me lo devuelven

It seems this casino doesn't care about anything. They confirmed the €100 and then refused to refund it, claiming they couldn't find something that didn't exist, and they didn't respond. I expect them to pay me my €1100 or remove their rating and mark them as very dangerous.

Parece que este casino le da igual todo confirmando los 100 euros y no lo devuelven no encuentra algo que no existe y no contestan espero que me paguen mis 1100 euros o les quitéis la valoración que tienen y pongáis de muy peligroso

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

But they don't even pay what they confirmed, the 100 euros, that's stealing.

Pero es que no pagan ni lo que han confirmado los 100 euros eso es robar

This is the second time they've extended it and they haven't refunded me the 100 euros; I think they don't want to cooperate.

Esta es la segunda vez que lo amplían y no me abonan los 100 euros creo que no quieren cooperar

Casino guru, could you tell me something?

Casino guru me podrían decir algo

Hello,

We are currently awaiting an update regarding when the deposit refund will be processed.

Thank you for your patience.

Sorry about the deposit and withdrawal process, it's infuriating.

Perdón del deposito y de la retirada es desesperante la desia

The casino will surely say on Monday that they've deposited the 100 euros and will go over the 1000 euros they owe me. It's been three months and they haven't proven anything.

Casino seguro que el.lunes dira que ha ingresado los 100 euros y pasará por encima de los 1000 euros q me tienen q ingresar lleva tres meses y no han demostrado nada

Dear Royspins Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide us with steps leading to resolution of the issue at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

If they give them a deadline without responding, I don't see it as normal; they can't prove something that hasn't happened, like the refund of my 1000 euros.

Si le dan plazo sin que den respuesta no lo veo normal nompueden demostrar algo.que no ha ocurrido como.es el abono de mis 1000.euros

Casino, I ask you please not to prolong this any further. It's been almost a month trying to prove something they can't. If they want to steal from me, let everyone know so that no one bets at this casino.

Casino os pido por favor que no alargueis mas tiempo llevan cerca de un mes para demostrar algo que no pueden si quieren robarme que lo.sepa todo el mundo para que nadie apueste en este casino

Thank you for your patience.

The refund of the €100 deposit has been successfully processed.

Regarding the withdrawals:

• On 01.05.2026, two withdrawal requests of €1,000 each were processed.
• On 02.05.2026, an additional withdrawal of €1,000 was processed.

According to the information provided by the Finance Department, all transactions were processed successfully.

Transfer confirmations have been received from the payment provider and have been sent to the jotam1976.

If the funds have not been received, it is recommended to contact the bank and provide the transaction confirmations.

For two months I've had time to speak with the bank a thousand times and there's no record of any deposits other than one on May 1st and another on May 2nd. The receipts you've sent me are not credible. Your department says yes, my statement says no, I have proof. You say yes, pay me my 1000 euros or I expect you to receive the worst rating here and on any other ratings website. I'm not playing around, it's my money. If I have to sue you, I'll do it with DJOP as well. And how can I provide something that doesn't exist? Stop hiding behind fake paperwork and comply. I have forwarded the email to Miroslav

Durante dos.meses me ha dado tiempo hablar con el banco mil veces y no hay mas ingreso que uno el.1 de.mayo.y otro el dos de mayo los.justificantes que me habéis enviado no tienen credibilidad su departamento dice que si mi extracto dice que no yo tengo pruebas ustedes palabras paguenme mis 1000 euros o espero que os.ponga la.peor clasificación aquí y en cualquier otra web clasificadores no estoy jugando es.mi dinero si os tengo.que denuncia vía judicial lo haré ante DJOP tambien y como voy a proporcionar algo que no existe dejaros de esconderse entre papeleos falsos y cumplan. He remitido el.correo a Miroslav

How can they give us more time when what they've submitted are documents they wrote themselves? They've been laughing at us since May 1st, submitting scraps of paper they wrote themselves.

Como.le.dan mas tiempo tiempo si loque han presentado son unos escritos hechos por ellos se están riendo de nosotros desde 1.mayo presentado trozos de papel escrito por ellos

On the other hand, he turns on the documentation to Casino Guru, who is the one who has to see it.

Por toro lado enciende la documentación a casino guru que es la.que lo tiene que ver

On the other hand, send the documentation to Casino Guru, who is the one who should see and analyze it.

Por otro lado encien la documentación a casino guru quien es que debe de verla y analizarla

Dear jotam1976,

Please send me your full bank statement from 1.5. until now in original, unedited format, and also forward me official communication with the bank regarding the specific transactions, since you mentioned, you communicated with them.

Okay, I'll send the statement again. I spoke with my office, and they contacted the department; there's no official communication, it was all verbal. Also, have you seen the screenshots showing the withdrawal was pending?

Ok mandaré de nuevo el extracto por otro lado hable con mi oficina y ellos con el departamento no hay comunicación oficial todo fue de palabra. Otra cosa han visto las capturas donde ponían q estaban pendiente el retiro

I am attaching the movements requested by email.

greetings

adjunto movimientos solicitados por correo .

saludos

Dear jotam1976,

Please try to obtain written communication from your bank regarding the transactions and forward it to my email. Please use the transaction numbers provided by the casino.

Thank you for your cooperation.

Good morning, I just left my office and they told me that they cannot provide any documents for something that hasn't arrived. They told me to send the transfer because the documents I presented don't show anything, and besides, it's not an official document.

For my part, I want to say that I have sent you everything you asked for and it seems that the deposit is not in my account.

Greetings

Buenos dias acabo de salir de mi oficina y me comenta que ellos no pueden facilitar ningún documento de algo que no hal llegado me comentan que manden la transferencia que los documentos que le he presentado no aparece nada y a parte no es documento oficial.

Por mi parte decir que os he mandado todo lo que me habéis pedido y he podido se ve que en mi cuenta no hay ese ingreso.

Saludos

The documents and data they have presented are not official; they are asking me to send the transfer order.

Los documentos y los datos que han presentado no es oficial me piden que manden la.orden de transferencia

Good afternoon. Yesterday I spoke with my accountant. He was on vacation the other day, and I explained my situation to him. He told me the same thing: those documents aren't official; they're some kind of Excel spreadsheet. I asked if he could try to get me some kind of document, and he said he'd see what he could do, but it would take a week for him to get back to me. It would be faster if I provided the original transfer document. I request that you ask the casino for proof of the transfer—an official document, not an Excel spreadsheet.

Buenas ayer hable con mi gestor el otro dia estaba de vacaciones y le comenté lo que me pasa y me dijo lo mismo esos documentos no son oficiales son una especie de Excel le comente si podía realizar una gestión para ver si pueden darme algún documento y.me dijo que vería que podía hacer pero que tardaría una semana en que le contestase, sería más rápido si le aportaba el documento de transferencia original. Solicito que le pidan al casino justificante de haber realizado la transferencia documento oficial no un Excel.

Good afternoon Miriam, I have sent an email

Buenas tardes Míriam he enviado un correo

I sent the receipt to the office where you can see that the transfer ID is not one of those sent by the casino. I sent the official statements and receipts, and the casino sent Excel spreadsheets. They don't want to pay me; they want to steal from me.

He.enviado el.justificante oficina del donde puedes ver que el.id de la transferencia no es ninguno de los que ha mandado el.casino yo he mandado los extractos justificante oficial y el.casino hojas Excel no me quiern pagar quieren robarne

Dear jotam1976,

Please send me confirmation from your bank regarding all three of the withdrawals with their tracking numbers.

Thank you.

Sorry, I can only send you the receipts for two withdrawals; they haven't done the third one for me.

Perdón solo puedo enviarle los.justificantes dr dos retiros el tercero no me lo.han hecho

Please remember that my documents are official, not Excel spreadsheets like the ones from the casino.

Recordar que mis documentos son oficiales no son excel como.los del.casino

Dear jotam1976,

Please send me official communication with the bank with the third tracking number as previously requested. Please also include screen recording (video), that shows, how you are downloading the bank statement for the full month of May from your banking interface.

Please note your cooperation is needed for providing you assistance.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide all required evidence in the given time frame or don’t require any further assistance, we will reject the complaint.

But let's see, there's no third proof, and regarding the recording, I think they're questioning my word and also my documents because they don't ask the casino for the transfer receipts; I think that's fairer.

Pero vamos a ver que no hay terce justificante y respecto a la.grabacion creo que estan poniendo en duda mi palabra y además mis documentos pq no le piden al.casinom los justificantes de transferencia creo que es mas justo

For the last time, how am I going to present the third statement if it is the one in dispute, and secondly, request the transfers and the supporting documents from the casino, not the...

Excel colored to labeled

Por.ultima vez como.voy a presentar el tercer comunicado si es el.que esta en disputa y segundo pidan las transferencias los.justificantes al.casino no elm

excell coloreado a rotulado

They only ask me for documentation, they accuse me of being a scammer for asking for a video casino. This isn't legitimate, they haven't presented anything and nothing exists for them. I've presented a chat where it says I was missing 1000 euros.

Solo me piden documentación a mi me.tachan de estafador pidiendo un video casino esto no no son formateados no han presentado nada y nomle existes nada yonhe presentado chat donde pone que me faltaban 1000 euros

I have sent you the cipher by mail [email protected] I think I've already done my part, I've been humiliated as if I were a swindler, and the casino has even asked me for the receipts, you casino gurus.

Os he.mandad el cipor el correo [email protected] creo que ya he cumplido y a parte he sido humillado como.si fuese estafador y la casino le.han pedido aun los.justificantes ustedes mismos casino guru

Dear Royspins Casino,

Please send me evidence of all 3 of the withdrawals in question along with their tracking numbers.

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

If they can't prove they can't, then they should pay me the 1000 euros.

Si no lo demuestran que no.pueden que me paguen los 1000 euros

Thank you for your patience.

The requested documents regarding the three transactions have been provided via email.

How quickly they've shown proof of my €100 income! It took two months before, and now it hasn't even taken a day. I'd like to see it, just in case I send another spreadsheet. So please, could you send it to me?

Que rapidez para demostrar mi ingreso de 100 euros tardaron dos meses ahora ni un dia. Me gustaría verlos, no sea que mande otro excel. Así que por favor me lo pueden enviar.

Dear jotam1976,

I am extending the timer, since I need to discuss the issue internally. I will notify you, if there are any updates.

Thank you for your cooperation.

Good day, how about the matter

Buenos diss como vs el asunto

Dear Royspins Casino,

Please send me UETR's belonging to the transactions, so they are trackable. The internal tracking numbers are not sufficient at this stage.

Hello,

We will return with an update as soon as we receive further information.

Thank you for your patience.

Another 7 days, they haven't had time for this. 7 days, we've been waiting 4 months for a document. Casino, you do an incredible job, but seeing this, I don't believe any document they present. I know it's a UERT and I know that what they're going to give you is a PDF document which they can falsify. IT'S A SHAME, CASINO GURU, THAT YOU'RE GIVING US ANOTHER 7 DAYS

Otros 7 dias no han tenido tiempo en esto 7 dias llevamos 4 meses para un documento. Casino haceis un trabajo increible pero viendo esto no me trago.ningun documento que presente se que es UERT y se que os lo que van a entrragar es un documento en pdf el cual pueden falsificar ES UNA VERGUENZA CASINO GURU QUE LE.DEIS 7 DIAS MAS

Dear Royspins Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide evidence at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello! Thank you for your patience!

At the moment, we are actively communicating with the payment provider regarding the requested documents.

We will keep you informed and provide an update as soon as we receive any new information.

Thank you for your response, but I believe that, after four months since the start of this claim and after having had a specific period of 14 days to submit the requested documentation, this response is not sufficient.

Throughout this time it has been claimed that the transfer was made, but to date no UETR or any other verifiable banking proof has been presented to confirm said transfer.

Furthermore, I believe Royspins' latest message is excessively brief and, like the previous responses, provides no new information or concrete evidence regarding the transfer. It simply reiterates that they are in communication with their payment provider, without presenting the UETR or any alternative banking documentation.

Given that they were already granted an initial period of 7 days and subsequently an additional 7-day extension specifically to provide this documentation, I believe they have had ample time. This new response, sent just two hours before the deadline, provides no verifiable information and does not justify a further delay, and I consider it an attempt to extend the deadline.

I understand that you work with a payment provider, but the relationship with your provider cannot indefinitely justify the lack of documentation on a transaction that, according to you, was carried out months ago.

Therefore, I request that Casino Guru take into account that the allotted time has expired without Royspins having provided the requested evidence and assess the case based on the evidence currently available.

I believe that, after almost four months, it is necessary to reach a definitive conclusion.

Gracias por su respuesta, pero considero que, después de cuatro meses desde el inicio de esta reclamación y tras haber dispuesto además de un plazo específico de 14 días para presentar la documentación solicitada, esta respuesta no resulta suficiente.

Durante todo este tiempo se ha afirmado que la transferencia fue realizada, pero hasta la fecha no se ha presentado el UETR ni ninguna otra prueba bancaria verificable que permita confirmar dicha transferencia.

Asimismo, considero que el último mensaje de Royspins es excesivamente escueto y, al igual que las respuestas anteriores, no aporta ninguna información nueva ni ninguna prueba concreta sobre la transferencia. Simplemente vuelve a indicar que están en comunicación con su proveedor de pagos, sin presentar el UETR ni documentación bancaria alternativa.

Teniendo en cuenta que ya se les concedió un plazo inicial de 7 días y posteriormente una prórroga adicional de otros 7 días específicamente para aportar esta documentación, considero que han dispuesto de tiempo suficiente. Esta nueva respuesta, enviada apenas dos horas antes de finalizar el plazo, no aporta ningún elemento verificable ni justifica una nueva demora y la considero como una respuesta para alargar el plazo.

Entiendo que trabajen con un proveedor de pagos, pero la relación con su proveedor no puede justificar indefinidamente la falta de documentación sobre una operación que, según ustedes, fue realizada hace meses.

Por tanto, solicito que Casino Guru tenga en cuenta que el plazo concedido ha finalizado sin que Royspins haya aportado la prueba solicitada y valore el caso basándose en la evidencia actualmente disponible.

Considero que, después de casi cuatro meses, es necesario llegar a una conclusión definitiva.

Hello jotam1976,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

But if Mirka sends me the message, I assure her that this deadline is unjustifiable after four and a half months. And that's 14 extra days they've given her.

Pero si el mensaje me lo manda mirka y le aseguro que este plazo no es justificable después de de 4 meses y medios que van hacer. Y que son 14 dias que le han dado de mas

Hello Mirka,

Thank you for your patience.

We have provided you with an update regarding this case by email.

Dear Royspins Casino,

Please send the reference numbers to the player too, so he can contact the bank with them.

Thank you.